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Mystery shopping... measuring service quality, performance, and the customer's experience

Por Mystery Shopping Providers Association (MSPA).

The level and quality of service you deliver to your customers is vital to your company's success. Your customers' total experience with your company and your staff dictate whether your company will succeed or fail...whether you will be profitable or not. Simply having expectations about what sort of experience your customers will have is not enough...you have to measure, you have to inspect. Objective, anonymous, third-party assessments of the customer experience will provide the information you need to ensure that your expectations for customer experience are carried out in reality.

Mystery shopping programs are valuable because...

Most customers who have unsatisfactory experiences will not complain...they will just never come back

Dissatisfied customers are likely to tell many others about their experience, who in turn probably will avoid doing business with the offending merchant

The use of mystery shopping to provide independent and impartial feedback reduces any perception of favoritism in incentive programs

The MSPA is the largest professional trade association dedicated to improving service quality using anonymous resources. With over 260 member companies worldwide, our diverse membership includes marketing research and merchandising companies, private investigation firms, training organizations and companies that specialize in providing mystery shopping services. Our member companies work with their clients to establish mechanisms to measure and improve levels of service.

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